Patient rep

UPMC Jameson is looking for a Full-Time Patient Relations Rep / Patient Relations Coordinator to join our team.

This is an 8-hour per day daylight shift position. Additionally, this role has no on-call or weekend responsibility. Training will take place at UPMC Horizon Shenango Valley, UPMC Horizon Greenville, as well at UPMC Jameson.

Once training is complete limited travel may be needed.

Final candidates will be selected for a job title that reflects level of education, experience, and manager discretion at time of offer.

Are you a team player that is looking for a rewarding career in a fast-paced environment?! Apply today!

Purpose :

Function as a liaison between patients / families and hospital to provide the following services : communication about patient rights and responsibilities, submission and resolution of patient complaints / grievances in order to improve patient satisfaction.

Support clinical care and ancillary services by alleviating inconvenience, elevating spirits, resolve and accommodate the special needs of patients and their families / visitors.

Patient Relations Rep

Responsibilities :

Reports all quality of care and potential litigation cases to Program Manager, Service Excellence and VP, Administration / Risk Management within 24 hours or immediately if patient is still in the hospital.

Obtains approval of Risk Management in regard to all correspondence to the case. Reports all physician complaints to the Director, Medical Services.

Obtains approval of Risk Manager in regard to all correspondence to the case. Collaborates with Finance Department on billing concerns.

Obtains approval from CFO for all reductions in bill or waivers and communicates effectively with Patient Business Services.

Communicates directly to department heads on complaint concerns and provides patient information. Investigates patient complaints from various sources (staff, family, visitors, patients, physicians, and written correspondence).

Follows Department of Health and Joint Commission regulations in providing written response to grievances according to their guidelines and hospital policy.

Adheres to all required elements of the complaint / grievance process. Collects and files all information regarding patient complaints and compiles a patient complaint folder.

Maintains a complaint / grievance log.

Coordinates liaison activity between patients and the UPMC facilities inpatient and outpatient departments. Utilizes critical thinking skills to anticipate needs and to respond to patient complaints and concerns to minimize impact of emergent events.

Problem solves for real-time complaint resolution by involving various hospital departments, listening to all of the concerns and compiling the investigation of the complaint and follow up to patient.

Ability to intervene with crisis management skills in situations where there is need. Seeks assistance as needed and appropriately utilizes resources.

Develops relationships with Department Heads, Nurse Leadership, and appropriate staff from all departments to resolve complaints, improve customer service, enforce UPMC service standards and strategizes to improve abilities to meet patient needs.

Serves as a formal and informal mentor for staff customer service skills.

• Implements and participates in continual improvement of Patient Relations. Complete any other assignments or projects as directed by the Program Manager, Patient Care Services and Vice President, Patient Care Services.
• Maintains knowledge of Patient Rights and Responsibilities and ensures all information is accurate. Communicates Patient's Rights and Responsibilities to patients and staff.

Ensures information related to Patient Rights and Responsibilities is posted and available to patients, staff, visitors and family.

Participates on committees such as Patient Satisfaction or Ethics Committee or other quality improvement teams as assigned to enhance employee morale and increase patient satisfaction.

Works with other departments to provide in-services and education on customer service, service standards, patient satisfaction and patient rights and responsibilities.

Attends outside organizational meetings for networking and continued learning for patient satisfaction. Coordinates or participates in special events as appropriate.

Periodically conducts patient rounds and works with the Volunteer Patient Representatives who make rounds to identify opportunities for improvement.

Compiles patient and family / visitor feedback to identify process improvement and service enhancement opportunities. Collects and / or analyzes patient satisfaction data and shares with peers and management in a manner that stimulates improvement.

Shares complaint data monthly with the Grievance Committee and provides annual updates on Patient Relations Program based on patient, family / visitor, staff and physician feedback coupled with competitor and other industry benchmarking.

• Performs in accordance with system-wide competencies / behaviors.
• Performs other duties as assigned.

Patient Relations Coordinator

Responsibilities :

• Participate on committees related to family-centered care or service excellence.
• Assist volunteer activities associated with the Patient Representative function.
• Carry out requirements of complaint management policy and procedure.
• Respond to complaints, grievances, and requests for assistance or inquiries from patients and families seeking problem resolution with any aspect of their healthcare experience.
• Participate in care conferences as a support person for family members, providing assistance in understanding, interpreting and organizing information for inquiry resolution.
• Accurately document and report accounts of problems and activities on behalf of patients and families.
• Applicants will be placed in the appropriate job title & salary based on their education & experience.

Patient Relations Representative :

• High School Diploma and 5 years' experience in healthcare setting.
• Demonstrated excellent role model customer service skills.
• Proven ability to command resources and influence peers.
• Understanding of quality improvement principles
• Excellent written and verbal communication and organizational skills
• Strong computer skills and ability to work independently.
• One year customer-services experience in a health care setting or 3-5 years customer services in another setting.

• Bachelor's degree and 1 year of customer service experience.
• or an Associate's degree and 3 years of customer service experience.
• or HS Diploma and 5 years of customer service experience.

Ability to command resources, influence peers and multi-task. Understand and apply quality improvement principles.

Excellent written and verbal communication and organizational skills. Strong computer skills and ability to work independently.

Licensure, Certifications, and Clearances :

• Act 31 Child Abuse Reporting with renewal
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer / Disability / Veteran

Last updated : 2024-05-30